AAA Mid Atlantic, Incorporated

Replacement cards were requested yesterday, 10/5/14, as confirmed in our membership system. Those cards for both the primary and associate member should be received soon.
Our policies do state that we do not issue refunds for the membership once paid for, but that benefits stay in tact...

regardless. For road service requests, you should be able to receive AAA benefits regardless if AAA Card is in possession or not. We would verify your membership and possibly ask you to show ID to the servicing facility. In other cases, it would be that you would need to have your membership card with you to receive some benefits. If there are benefits that you have wanted to take partake of , but couldn't because of this reason, please advise so that we can address accordingly. Thanks,
Alicia G[redacted]
Manager - Member Relations

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: AAA can kick rocks and drop DEAD! I hope every last one of them NEVER have good luck or a good DAY! 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The AAA's response is simply lipsevice.  They did not address the fact that I am entitled to many more road hazard calls than were used.  If, in fact, they allow 6 road hazard calls per member per year, why would they reduce our plan to basic when we used less than one third of the road hazard calls that we were allowed to use in total over the last three years?  I want my membership reinstated to AAA Plus and will accept no less.
[redacted]

July 27, 2015Dear [redacted]:This is our response to [redacted]'s follow up to our original July 8, 2015 correspondence sent by Anthony R[redacted]. Mr. R[redacted] has forwarded this portion of the response to me for handling.[redacted]'s letter includes questions regarding the repair facility and other issues that are not part of an auto claims handling process. This letter will address the concerns he raised regarding the claims process only.[redacted]'s [redacted] issue was regarding our appraiser's decision to include only one tire on his estimate. Our appraiser only included one tire and wheel in the damage estimate because that is the only damage that was visible when he inspected the vehicle. It is standard practice for an appraiser to write the visible damage on inspection. If the repair shop or dealer uncovers additional damages once they start repairing the vehicle, the appraiser will reinspect the vehicle.[redacted]'s second issue was regarding a mud flap that came off his vehicle while traveling to Virginia from Florida after this May 6 occurrence. This would be an additional occurrence and would be covered under a separate claim. If [redacted] would like to pursue a claim for this damage he would just need to report this incident.[redacted]'s third issue was regarding his July 2 electronic mail sent to Hillary H[redacted] of this office. Below is Hillary's response to his email.[redacted],| reviewed the charges to your credit card from [redacted] with the [redacted] branch you rented from in Pembroke Pines and also with an [redacted] representative who works in my office.The charge from 5/21 for $100 and the charge from 5/29 for $82.36 are a combined charge of taxes and fees and the additional days you were in the rental that AAA did not authorize. We authorized rental until 5/13 and the vehicle had not been returned until 5/18.In respect to the two charges of $24.95 on 5/22 and 5/30, those fees were not payable to [redacted] nor AAA insurance. Those two fees were charged by [redacted] with your Premium Car Rental Protection. So in regards to those charges you would have to speak with your credit card company to have them credited back to your account.We trust this response satisfies your inquiry. If there is any additional information that you need, feel free to contact the undersigned.SincerelyThomas M[redacted] Claims Physical Damage Supervisor

Complaint: [redacted]I am rejecting the July 27 response from
Thomas M[redacted] of AAA. AAA inspector should have been thorough with his
inspections for quality and compliance reasons. I assume that the inspector has
not provided AAA any photos showing that the mud flap was indeed ok when he
took pictures of the front left tire? Why isn't AAA asking him that instead of
telling me to open another claim?
The response regarding checking all
tires & sensors is also unacceptable. I am also concerned that AAA is
leaving out vital pieces of information in their communication with Revdex.com. For
example their response did not have the most recent e-mail conversation I had
with Hillary (see below), even though the date on that is well before the July
27 AAA letter to Revdex.com.
Regarding what I’ve mentioned to
Hillary, I can provide the details of my conversations with [redacted] -
example why the warranty information details was not on the back of the
invoices as what was mentioned on the front when I was at their location along
with the signed invoices - if AAA wants to compare my notes with those that are
in [redacted] [redacted] & AAA systems. Note that I had not authorized
either AAA or  [redacted] [redacted] to charge the Rental Protection Agreement
to my [redacted] either which is mentioned in e-mail below to Hillary.
Separately if AAA's CEO wants my help to
prevent issues like these happening at its company or sub-contractors, I'd be
happy to help out. With over 2/3 Americans suffering from mental health
problems and increasing weather fluctuations these type of incidents will only
increase if nothing is done soon.
I stand by my earlier claim and demand
that the $700 credit requested be given, otherwise I will take this to my
lawyers for legal action.
Regards,
[redacted]
----------------------------------------------------
Subject:
Re: [redacted]
From:
[redacted]@[redacted].com
Date: Fri,
24 Jul 2015 11:38:12 -0400
To:
[redacted]@csaa.com
CC:
[email protected]
 
Hillary - Check the calendars of
[redacted] Pembrook Pines & [redacted] [redacted]. I picked up my car when it
was done. It wasn't finished earlier as mentioned to you.
The rental car was left at [redacted]
location, since the two companies have a special arrangement for drop off. If
there was an internal issue between those 2 companies on pickup, neither of us
should be being charged
[redacted]
Sent from my [redacted]
-------------------------------------------------
On Jul 24, 2015, at 9:18 AM,
"[redacted]" <[redacted]@csaa.com> wrote:
[redacted],
Your rental coverage is $30 a day with a
maximum amount of $900. This rental coverage is for when your vehicle is being
repaired or not drivable due to an accident. We authorized your rental from the
time your vehicle got into the accident until the shop made us aware that the
damage related to the accident was repaired. It seems as though the days that
you were charged were unauthorized days. The $900 maximum is available to you
if and when your vehicle is still being repaired for damages related to the
accident.
Hillary
------------------------------------------------------
From: [redacted]
[redacted] [mailto:[redacted]@[redacted].com]
Sent:
Thursday, July 23, 2015 6:35 PM
To: H[redacted],
Hillary
Cc:
>ClaimDocs
Subject:
RE: [redacted]
Hillary,
According to my notes you had mentioned
to me not to exceed $900 during our phone conversation when you had given me
the claim number. You had also said you would take of the reservations if it
needed to be extended. Not sure why the
[redacted] charges or the notes from our phone conversations is not showing up in
your system. Please check again. I'll be providing them to [redacted]
& Revdex.com, if they ask me.
Per the policy, I have not exceeded $900
and everything should be reimbursed.
Regards,
[redacted]

---------- Forwarded message ----------
sans-serif;">From: [redacted]>Date: Thu, Sep 11, 2014 at 4:04 PMSubject: Re: Complaint Transfer for Complaint Number:[redacted]To: "[redacted]" <[redacted]>
This has already been resolved through AAA Florida. Can you please reach out to whomever is handling this and close it down?
 
[redacted]

November 3, 2014Dear Revdex.com of Washington DC & Eastern Pennsylvania,
Thank you for notifying AAA Mid-Atlantic of [redacted]s’ consumer complaint with the Revdex.com and for this opportunity to respond.
AAA Mid-Atlantic implemented a Limited Membership Refund...

Policy in April 2012. AAA MidAtlantic informed existing members of this new policy in the January/February edition of our member magazine AAA World, as well as on all renewal bills, our website, and in our Member Guides. Before payment made payment for renewal, clear and conspicuous information regarding the refund policy was included on all renewal statements. We have confirmed that this language did appear on the bill, as intended. A copy of the language on the bill is below:Membership Refund Policy after First 3 Months of Membership There is a new limited Membership refund policy effective April 15, 2012. Membership dues payments including renewals, upgrades and added associate members will not be refunded once applied to your membership; however, your Membership will remain in force until it expires. Overpayments will be applied to your next membership renewal or on a request basis will be 100% refunded.
In accordance with our current policy, request for a refund of dues was denied. Again, I thank the Revdex.com of Washington DC & Eastern Pennsylvania for bringing this matter to our attention and regret any frustration this may have caused [redacted]s’. Should you or [redacted]s’ have any questions or need additional information, please feel free to contact me directly at [redacted].Sincerely,
Eric S
Manager, Membership Administration

We have contacted [redacted] and are working with her currently - today - to resolve her grievance. We have explained to her the details of the warranty and are sending her a road service for replacement battery.

Good Afternoon,
 
Please see attached Response and resolution for [redacted].
Thank you for the opportunity to respond to [redacted]'s concerns.
 
 
Alicia G[redacted]
Manager - Member Relations
AAA MidAtlantic

June  1, 2015
Dear [redacted]:Thank you for notifying AAA Mid-Atlantic of [redacted]'s consumer complaint with the Revdex.com and for this opportunity to respond. I understand that [redacted] is concerned about AAA MidAtlantic's Limited Membership Refund Policy.After reviewing [redacted]'s complaint, given the circumstances of when [redacted] was last an active member and the timing of when we implemented our limited Membership Refund Policy in April of 2012, we have decided to process a resund in the amount of Sl 19.00 back to [redacted] in the form of a check.Again, I thank the Revdex.com for bringing this matter to our attention and regret any frustration this may have caused [redacted]. I believe the actions outlined above should resolve this matter. Should you or [redacted] have any questions or need additional information, please feel free to contact me directly at###-###-####.Sincerely,Eric S
Manager, Membership Administration

Please see previous response with attached letter/email. We apologize that the letter was not recieved as **. & [redacted]. [redacted] indicated. We confirmed with Membership Administration in regards to the Heavy User Policy as well as the letter sent. The Heavy User stands and has been explained to **. and [redacted]. [redacted]. We are happy to discuss in further detail if needed. We value each and every member and work to assure that the cost of the membership as a whole is kept at the lowest cost while providing valuable benefits.
Contact information for our Member Relations department is ###-###-####  or [redacted]

[redacted]
 
We completely understand the need to have your membership cards in your posession when wanting to use a AAA Discount. We'd like to place a credit on your membership for $32 , which, if prorated, would cover 2 months of membership. This credit will be placed on your account and good for your next renewal.
Thank you for continuing your membership. If you have any questions or need any benefits explained, please do not hesistate to contact our Member Services Department at 1-866-MEMBERS (###-###-####)
Alicia G[redacted]
Manager -Member Relations

June 22, 2015
Dear [redacted]:Thank you for providing AAA Mid-Atlantic the opportunity to review our records and respond to [redacted]’s concern.
This issue was resolved prior to the submittal of the Revdex.com complaint. Check #’ [redacted] for $50 and #[redacted] for $30 were mailed...

to member on June 15, 2015.Thank you for the opportunity to respond and work with [redacted] so that we can resolve and provide understanding. If [redacted] wishes to continue the investigation, she may call us back @ ###-###-#### and speak with a Member Relations Coordinator who will be able to assist her.
Sincerely,
Alicia G[redacted]
Manager - Member Relations
AAA MidAtlantic.

[redacted],
We are please to advise that we have been able to speak with [redacted] and are working with him towards a amicable resolution. We are addressing his long wait for service as well as reimbursing him for a $45 charge he paid.
Our coordinator is working...

directly with [redacted] to see through the resolution.  
We appreciate the opportunity to reveiw and respond to [redacted]'s grievance.
 
Kind Regards,
 
Alicia G[redacted]
Manager - Member Relations
AAA MidAtlantic

Please refer to attached letter from the membership department. We understand that there is still a concern, however, we do have a refund policy in place. If there are further concerns please call 1-866- MEMBERS or the phone number listed on the letter.
 
Thank  you for the opportunity to address this matter.
 
[redacted]
Manager - Member Relations
AAA Mid-Atlantic

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me ONLY if I get the refund from AAA. I was motivated to cancel the membership and dispute the membership charges when AAA was not agreeing to the damages to the tire. This resulted in a deadlock and the only resolution I thought was to dispute the charges and file a formal complaint.Please have the person on AAA contact me and refund the goodwill amount of $120, if I get that I will continue with the membership from AAA.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Thank you very much for your assistance in this matter!
Regards,
[redacted]

July 31, 2015Dear [redacted];
Thank you for notifying AAA Mid-Atlantic of [redacted]’s ongoing complaint with the Revdex.com and for this opportunity to respond. Although [redacted] is concerned with the information provided by our representatives, we will need specific details such as the telephone number she dialed and the dates of her previous conversations to further investigate her complaint.
As previously stated AAA created different levels of membership to fit our members’ preferences and lifestyles. The 52YR offer [redacted] received is for our Basic Membership which provides access to a full range of 24/7 Roadside Assistance, travel, entertainment and financial services as well as insurance products and discounts. Our Plus and Premier membership builds on the Basic Membership benefits with extras like extended towing service, free gas, additional lock-out service coverage and greater reimbursements for road service and auto accident expense and more. In no way is this 52YR offer false advertisement, as mentioned on the offer “certain restrictions apply.”
Again, we instructed our Database Marketing department to eliminate [redacted]’s name and law mailbox address from our mailing list. This process should prohibit [redacted] from receiving any future solicitations from AAA Mid-Atlantic.
Again, I thank the Revdex.com of Delaware for bringing this matter to our attention and regret any frustration this may have caused [redacted]. I believe the actions outlined above should resolve this matter. Should you or [redacted] have any questions or need additional information, please feel free to contact me directly at ###-###-####.
Sincerely,
Eric S
Manager, Membership Administration
AAA MidAtlantic.

We understand and empathize with [redacted]'s concern and following AAA Mid-Atlantic's "Member First" Philosphy, we are going to do everything we can to satisfy her needs.
If we were under our old refund policy, [redacted] would have been refunded the amount of $38.00. This is pro-rated from the time that she made the initial request to not renew her membership. We will be sending a check for this amount as a goodwill gesture. [redacted] will remain an active PLUS Member of AAA Mid- Atlantic until her expiration date of 12-01-14. There are numerous other benefits and discounts that she can take advantage of with AAA, not just roadservice. However, [redacted] can utilize her membership for roadservice when she's in a passenger vehicle - she does not have to be the driver; she just needs to be with the vehicle when the roadside service is needed.
Our goal is to assure that [redacted], and every member sees the value in AAA. We hope that this satisfies [redacted]'s concerns.
 
Thanks,
 
Alicia G[redacted]- Manager Member Relations

November 5, 2015
Dear Revdex.com of Metro Washington DC & Eastern Pennsylvania:
Thank you for notifying AAA Mid-Atlantic of [redacted]s consumer complaint, regarding a refund, with the Revdex.com.
After reviewing, [redacted]'s membership as requested we have...

processed a refund in the amount of $117.00 back to the credit card. [redacted]'s membership has been set to not renew after his December 1, 2015 expiration date.Again, we thank the Revdex.com of Metro Washington DC & Eastern Pennsylvania for bringing this matter to our attention. Should there be any further questions in this matter, please feel free to contact us at 1-866 MEMBERS.
Sincerely,
Member Experience and Retention AAA Mid-Atlantic Headquarters